Shipping and Returns



PLEASE NOTE THE CHANGES TO OUR ONLINE RETURN POLICY AND SHIPPING RATES


Delivery 


Delivery within New Zealand
Delivery within 5 working days to most New Zealand destinations for orders with payment received before midday (NZST) on weekdays, excluding public holidays. Rural deliveries can take up to 2 working days longer.  

Since items may ship directly from our stores or from our warehouse, your purchase may arrive in more than once package and at different times.

Delivery to Australia
All deliveries to Australia will take between 7 – 14 working days.

Please note, all delivery times are approximate.



Delivery charges


Shipping within New Zealand:
NZD$5 flat rate for all New Zealand orders under $100
FREE for all for all New Zealand Orders over $100


Shipping to Australia:
NZD$15 flat rate to anywhere in Australia.  
Australian Customers Please Note:
Any applicable taxes or duty charges are to be paid by the recipient of the package.



Online Returns


IDENTITY is committed to providing quality products to our customers.  If you are not completely satisfied with your online order, please return it your item back to our distribution centre in its original condition with all labels and swing tags attached.  Unworn and saleable merchandise may be returned within 10 days of purchase for an exchange or refund in the form of original payment, provided it’s accompanied by an original IDENTITY sales receipt and with all original tags attached.

Any garments returned for either an exchange or refund are returned at the purchasers expense - that is, the customer pays for the courier or postage back to IDENTITY.  IDENTITY will cover the cost of returning exchanged items to the original purchaser. We cannot refund courier or postage costs unless the item is faulty.

Worn, damaged or altered merchandise may not be exchanged, returned or refunded

How to return an online order:
Your order will include a returns form. Please fill this form out and include it with your returned item/s and online receipt. Please affix postage to your return order and address to:

IDENTITY Online Store
2 Morrow Street
Newmarket 1023
Auckland
New Zealand

Note: We advise you track your returns as we cannot be responsible for items that go missing in the post. 

Returning goods bought as special offers
If you return a single item bought as part of a multi-buy promotion (i.e. Buy 2 for $40) you will be refunded the full price of that item less the total discount given in the offer. If you return all items purchased with the multi-buy promotion you will be refunded the full multi-buy value.
For combination purchases (“Buy 1 Get 1 Free”, or “Get the lowest priced item free”), you must return any free items of vouchers back for us before we can process your refund.